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Conferences DIRECTORY DA/Call Center Optimization Services |
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| TABLE OF CONTENTS |
| Section |
| Executive Summary |
| CHAPTER I: Overview |
| 1.0 Background |
| 1.1 Definitions |
| 1.2 History of Operator Services |
| 1.3 Regulation and Competition |
| 1.3.1 Ground Rules for Competition |
| 1.3.1.1 Universal Service Order |
| 1.3.1.2 The Fourteen Point Checklist |
| 1.3.2 RBOC Long Distance Service Approvals |
| 1.3.3 Triennial Review and UNE |
| 1.3.4 Internet Freedom and Broadband Development Act |
| 1.4 Payphones |
| 1.4.1 History of Payphones |
| 1.4.1.1 Deregulation Through COCOT |
| 1.4.2 AOS Industry |
| 1.4.3 Consumer Protection Laws |
| 1.4.3.1 TOCSIA |
| 1.4.4 1996 Telecom Act and Payphones |
| 1.5 Calling Cards |
| 1.5.1 The History of Prepaid Cards |
| 1.5.2 Current Card Usage |
| 1.5.3 Calling Card Plans |
| CHAPTER II: Operator Services, Pricing and Applications |
| 2.0 Service Environment |
| 2.1 Core Operator Services |
| 2.1.1 Service Descriptions |
| 2.1.1.1 How They Work |
| 2.1.1.2 International Calls |
| 2.1.2 Offers and Rates |
| 2.1.2.1 Local Calling |
| 2.1.2.2 Long Distance Calling |
| 2.1.2.3 International Calling |
| 2.1.2.4 Wireless |
| 2.1.2.5 Transfer Fees |
| 2.2 Payphones |
| 2.2.1 Payphones Offers and Rates |
| 2.3 Callback and Dial-Around Services |
| 2.3.1 Callback |
| 2.3.1.1 Internet Callback |
| 2.3.2 Dial-Around Services |
| 2.3.2.1 How They Work |
| 2.3.2.2 Dial-Around Rates |
| 2.4 Calling Cards |
| 2.4.1 How They Work |
| 2.4.1.1 LEC Cards |
| 2.4.1.2 IXC Cards |
| 2.4.2 Calling Card Surcharges |
| 2.4.3 Targeted Cards |
| 2.4.3.1 Student and College Cards |
| 2.4.3.2 International Cards |
| 2.4.3.3 Military Cards |
| 2.4.4 Prepaid Calling Cards |
| 2.4.4.1 How Prepaid Works |
| 2.5 Wholesale Operator Services |
| 2.6 Operator Services Applications |
| 2.6.1 Impact of Price Increases |
| 2.6.2 Travel |
| 2.6.3 Institutional |
| 2.6.3.1 Hotels |
| 2.6.3.2 Prisons |
| CHAPTER III: Market Opportunities |
| 3.0 New Opportunities and Challenges |
| 3.1 New Long Distance Market Dynamics |
| 3.2 Status of Local Competition |
| 3.2.1 CLECS |
| 3.3 Growth in Wireless Services |
| 3.3.1 Location-Based Services (LBS) |
| 3.4 Growth in Prepaid Cards |
| 3.5 Payphones |
| 3.5.1 History and Competition |
| 3.5.1.1 Overview of ACTS |
| 3.5.1.2 Overview of COCOTs |
| 3.5.2 New Generation Payphones |
| 3.5.3 Canadian Payphones |
| 3.6 Key Players and Strategies in U.S. and Canada |
| 3.6.1 Operator Services Platform Vendors |
| 3.6.1.1 Cisco Systems |
| 3.6.1.2 Heritage Communications Corp. |
| 3.6.1.3 InterVoice-Brite |
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3.6.1.3.1 Omvia |
| 3.6.1.3.2 BT Cellnet |
| 3.6.1.4 Lucent Technologies |
| 3.6.1.4.1 Operator Services Position Systems (OSPS) |
| 3.6.1.4.2 EXS Converged Services Platforms |
| 3.6.1.4.3 Cyberlog Ltd. |
| 3.6.1.4.4 Broadband Utilities, Inc. |
| 3.6.1.5 MDTelecom |
| 3.6.1.5.1 MDomni Platform Components |
| 3.6.1.6 Nortel Networks |
| 3.6.1.6.1 Evolution of TOPS |
| 3.6.1.6.2 Migrating to Succession Operator Services |
| 3.6.1.7 Siemens AG |
| 3.6.1.8 Taqua, Inc. |
| 3.6.1.9 Telcordia Technologies |
| 3.9.1.10 vareits AG |
| 3.9.1.11 VoltDelta |
| 3.6.2 U.S. Carriers |
| 3.6.2.1 ILECs/CLECs |
| 3.6.2.1.1 BellSouth |
| 3.6.2.1.1.1 BellSouth Pubic Communications |
| 3.6.2.1.2 Qwest Communications |
| 3.6.2.1.2.1 Qwest Calling Card Products |
| 3.6.2.1.3 SBC Communications |
| 3.6.2.1.3.1 Global Calling Card |
| 3.6.2.1.4 Sprint Local |
| 3.6.2.1.5 Verizon |
| 3.6.2.2 Long Distance |
| 3.6.2.2.1 AT&T |
| 3.6.2.2.1.1 AT&T Payphones |
| 3.6.2.2.2 Broadwing/Cincinnati Bell |
| 3.6.2.2.3 Global Crossing |
| 3.6.2.2.3.1 Global Crossing Calling Cards |
| 3.6.2.2.4 MCI WorldCom |
| 3.6.2.2.4.1 MCI’s 10-10-900 |
| 3.6.2.2.4.2 MCI 1-800-COLLECT |
| 3.6.2.2.5 Sprint Long Distance |
| 3.6.2.2.5.1 Sprint FONCard |
| 3.6.2.3 Wireless Carriers |
| 3.6.2.3.1 AT&T Wireless |
| 3.6.2.3.2 Cingular Wireless |
| 3.6.2.3.3 Sprint PCS |
| 3.6.2.3.4 Verizon Wireless |
| 3.6.3 Canadian Carriers |
| 3.6.3.1 Bell Canada |
| 3.6.3.1.1 Automation |
| 3.6.3.1.2 Calling Cards |
| 3.6.3.2 MTS Communications |
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3.6.3.4 TELUS Communications |
| 3.6.3.3.1 Wholesale Operator Services |
| 3.6.3.4 AT&T Canada |
| 3.6.3.5 Call-Net Enterprises (Sprint Canada) |
| 3.6.3.6 Primus Telecommunications Canada |
| 3.6.3.7 Bell Mobility |
| 3.6.3.8 Rogers AT&T Wireless |
| 3.6.3.9 TELUS Mobility |
| 3.6.3.10 Microcell Connexions |
| 3.6.4 Other Services Providers |
| 3.6.4.1 CanTalk |
| 3.6.4.2 Centris Information Services |
| 3.6.4.3 Convergys |
| 3.6.4.4 ILD Telecommunications |
| 3.6.4.5 Nordia |
| 3.6.4.6 OSC/Billing Concepts |
| 3.6.4.7 BCE Nexxia |
| 3.6.4.8 Qwest Wholesale |
| 3.6.4.9 SBC Wholesale Services |
| 3.6.4.10 Canada Payphone Corporation (CPC) |
| 3.6.4.11 Opticom/One Call |
| 3.6.4.12 U.S. Long Distance |
| CHAPTER IV: Market Dynamics and Trends |
| 4.0 Market Drivers and Challenges |
| 4.1 Mobile Users |
| 4.1.1 Wider Adoption of Wireless Services |
| 4.2 Outsourcing and Wholesaling |
| 4.2.1 Wholesaling |
| 4.2.2 Outsourcing |
| 4.2.3 Foreign Call Center |
| 4.3 Call Centers |
| 4.3.1 Force Management |
| 4.3.2 OPS to Contact Centers |
| 4.4 Technology Decisions |
| 4.4.1 System Architecture |
| 4.4.1.1 Move to IP Telephony |
| 4.4.1.2 Softswitches |
| 4.4.1.2.1 Applying the Softswitch |
| 4.4.2 Operator Services Automation |
| 4.4.2.1 Impact on Legacy Systems |
| 4.4.2.1.1 Lucent Technologies |
| 4.4.2.1.2 Nortel Networks |
| 4.4.2.2 Speech Recognition |
| 4.4.2.2.1 AT&T Labs |
| 4.4.2.2.2 Preferred Voice |
| 4.4.2.2.3 Philips Speech Processing |
| 4.4.2.2.4 InfoSpace |
| 4.4.2.2.5 Nuance Communications |
| 4.4.2.2.6 Phonetic Systems |
| 4.4.2.2.7 SpeechWorks International |
| 4.5 Future Trends and Issues |
| 4.5.1 More Regulatory Change |
| 4.5.2 International Calling |
| 4.5.2.1 Multilingual Demands |
| 4.5.3 Payphone Markets |
| 4.5.4 Prepaid Calling Cards |
| CHAPTER V: Market Forecast |
| 5.0 Market View |
| 5.1 OPS Service Components |
| 5.2 Data Sources |
| 5.2.1 United States |
| 5.2.1.1 FCC Data |
| 5.2.1.2 FCC Definitions |
| 5.2.2 Canada |
| 5.3 U.S. Markets |
| 5.3.1 Current Market View |
| 5.3.1.1 OPS Piece Of Overall U.S. Telecommunications |
| 5.3.1.2 Total OPS Revenues by Service Type |
| 5.3.1.3 Further Analysis |
| 5.3.1.4 Operator Assist Revenues |
| 5.3.1.4.1 By Service Provider |
| 5.3.1.4.2 IntraLATA, InterLATA, and International Revenue Components |
| 5.3.1.4.3 Wholesale versus Retail Revenue Components |
| 5.3.1.5 Payphone Revenues |
| 5.3.1.5.1 By Service Provider |
| 5.3.1.5.2 IntraLATA, InterLATA, and International Revenue Components |
| 5.3.1.5.3 Wholesale Versus Retail Revenue Components |
| 5.6.1.6 Prepaid Revenues |
| 5.3.1.6.1 By Service Provider |
| 5.3.1.6.2 IntraLATA, InterLATA, and International Revenue Components |
| 5.4 Forecast: 2002-2006 |
| 5.4.1 Overall OPS Revenues: 2002-2006 |
| 5.4.2 OPS Component Services |
| 5.4.3 Domestic OPS |
| 5.4.4 Payphone |
| 5.4.5 Prepaid Cards |
| 5.4.6 International OPS |
| 5.4.7 Summary of U.S. Markets |
| 5.5 Canadian Markets |
| 5.5.1 Overall Canadian Telecommunications Markets |
| 5.5.1.1 Comparison With U.S. Markets |
| 5.5.1.2 Segments |
| 5.5.2 Current OPS Components |
| 5.5.3 Forecast |
| 5.5.3.1 Overall OIPS Revenues: 2002-2006 |
| 5.5.3.2 OPS Component Services |
| 5.5.3.3 Domestic OPS |
| 5.5.3.4 Payphones |
| 5.5.3.5 Prepaid |
| 5.5.3.6 International OPS |
| 5.5.4 Summary of Canadian Market |
| 5.6 Conclusions |
| TABLE OF TABLES |
| Table |
| 1.1 RBOC Long Distance Service Approvals |
| 2.1 Dialing Choices for Making OPS and DA Calls |
| 2.2 Calling Procedures in New Jersey (Verizon) |
| 2.3 Calling Procedures in Canada (Sprint Canada) |
| 2.4 Maximum Operator Services Rates Per Minutes (NJ) |
| 2.5 Verizon Operator Assisted Call Surcharges |
| 2.6 SBC Local Operator Services Rates (OK) |
| 2.7 Qwest Operator Services Rates |
| 2.8 Sprint Long Distance Operator Services Rates |
| 2.9 AT&T Long Distance Operator Services Rates |
| 2.10 Comparison of Rates for International OPS Calls: Operator Dialing 49 |
| 2.11 MCI WorldCom International Operator Assistance Surcharges |
| 2.12 Dialing Codes (Rogers Wireless) |
| 2.13 Dial-Around Carrier and Services |
| 2.14 Calling Card Surcharges |
| 2.15 SBC Calling Card Rates |
| 2.16 Verizon Away From Home Service Rates |
| 2.17 Student Calling Cards Rate Comparison |
| 3.1 AT&T Interstate Operator Services Rates |
| 3.2 AT&T In-State Local Services |
| 3.3 Wireless Carrier DA Charges |
| 3.4 BCE 2001 Component Revenues |
| 3.5 Bell Canada Operator Services Rates |
| TABLE OF FIGURE |
| Figure |
| 1.1 Telecommunications Act o 1996 Sec. 271 Checklist |
| 3.1 TOPS in a TDM Network |
| 3.2 TDM TOPS Inter-Working with a Packet Network |
| 3.3 TOPS Full Integrated with Succession Call Server (CS2000) |
| 3.4 BCE Nexxia Wholesale Operator Services Overview |
| 5.1 U.S. Total Telecommunications Revenues, By Service Group, 2001 |
| 5.2 U.S. Total Telecommunications Services Revenues, By Service Group -- Percent of Total, 2001 |
| 5.3 U.S. Operator Services Revenues, By Service Component -- 2000 and 2001 |
| 5.4 U.S. Operator Services Revenues, By Service Component -- Percent of Total, 2000 |
| 5.5 U.S. Operator Services Revenues, By Service Component -- Percent of Total, 2001 |
| 5.6 U.S. Operator Assist Revenues, By Service Provider -- Percent of Total |
| 5.7 U.S. IntraLATA, InterLATA, and International Components --Percent of Operator Assist Revenues |
| 5.8 U.S. Wholesale vs Retail Components -- Percent of Operator Assist Revenues |
| 5.9 U.S. Payphone Revenues, By Service Provider -- Percent of Total |
| 5.10 U.S. IntraLATA, InterLATA, and International Components -- Percent of Payphone Revenues |
| 5.11 U.S. Wholesale vs Retail Components -- Percent of Payphone Revenues |
| 5.12 U.S. Prepaid Card Revenues, By Service Provider -- Percent of Total |
| 5.13 U.S. IntraLATA, InterLATA, and International Components -- Percent of Prepaid Card Revenues |
| 5.14 U.S. Total Operator Services Revenues, 2002 - 2006 |
| 5.15 U.S. Operator Services Growth Curve, 2002 - 2006 |
| 5.16 U.S. Component Services, Contribution Levels, 2002 - 2006 |
| 5.17 U.S. Operator Services Components, Percent of Total, 2006 |
| 5.18 U.S. Domestic Operator Services Revenues, 2002 - 2006 |
| 5.19 U.S. Payphone Revenues, 2002 - 2006 |
| 5.21 U.S. International Operator Service Revenues, 2002 - 2006 |
| 5.22 U.S. Growth Curves for OPS Segments, 2001 - 2006 |
| 5.23 Canadian Total Telecommunications Revenue, By Service Group, 2001 es |
| 5.24 Canadian Telecommunications Service Revenue, By Service Group Percent of Revenues, 2001 |
| 5.25 Canadian Percent of Total Access Lines, By Segment, 2001 |
| 5.26 Canadian Operator Services Revenues, By Service Type, 2001 |
| 5.27 Canadian Operator Services Revenues, By Service Type, Percent of Total, 2001 |
| 5.28 Canadian Total Operator Services Revenues, 2002 - 2006 |
| 5.29 Canadian Components Services, Contribution Levels, 2002 - 2006 |
| 5.30 Canadian Operator Services Components, Percent of Total, 2006 |
| 5.31 Canadian Domestic Operator Services Revenues, 2002 - 2006 |
| 5.32 Canadian Payphone Revenues, 2002 - 2006 |
| 5.33 Canadian Prepaid Card Revenues, 2002 - 2006 |
| 5.34 Canadian International Operator Services Revenues, 2002 - 2006 |
| 5.35 Canadian Growth Curves for OPS Segments, 2001 - 2006 |
